About this episode
Sports are a profoundly human experience—emotional, visceral, and passionately followed. While AI won’t replace athletes anytime soon, it’s increasingly shaping how fans engage with their favorite teams. In this episode of The Bridgecast, Scott Kinka sits down with Doug Kramon, Head of Customer Care and Fan Support at ESPN, to explore the evolving role of AI in sports customer experience. They discuss how generative AI plays a role in CX transformation and fan support, the power of emotional connections in customer care, and the challenges of balancing automation with human-centric service. Doug also shares insights on leadership, the impact of big data on AI-driven insights, and the importance of curiosity and storytelling in professional growth. Tune in for a fascinating look at the intersection of sports, technology, and fan engagement. ESPN is the leading multiplatform sports entertainment brand that features seven U.S. television networks, the leading sports app, direct-to-consumer ESPN+, leading social and digital platforms, ESPN.com, ESPN Audio, endeavors on every continent worldwide, and more. Topics covered in this episode: • Why understanding different fan needs is crucial for effective support. • How generative AI can support CX transformation but not replace human interaction. • Why the evolution of customer experience is driven by technology. • How AI can handle routine tasks, freeing humans from complex interactions. • Why building relationships with partners is key to success
